Call Center Quality Monitoring
Keep a track of call center quality assurance. Analyze and monitor calls to improve Agent call quality in a call center.
Motivate the Workforce with Agent Self Monitoring
Ameyo Call Center Software allows your agents to self-monitor and self analyze their call center performance by providing a Self Agent monitoring dashboard with key Call center KPI’s. Agents can monitor the number of calls that they have taken, Average Call Handling time, Average Call wrap up times, etc. These metrics help them identify gaps in their performance and work efficiently with a self call center quality monitoring software.
Enable Supervisors with real-time Call Quality Monitoring
Ensure Agents are having high-quality customer interactions by keeping an eye on call quality monitoring parameters. Monitor real-time Agent interactions real-time call options of snoop, barge, and whisper to continuously check Call quality across your Agents. Help and guide your Agents in the right direction to deliver a consistent customer experience.
Enable Call Scoring for Adherence and Training
Measure Agent Call Quality on predefined quantitative and quality benchmarks to ensure Agents follow Call center etiquettes, stick to the script, don’t miss out on key phrases, and overall deliver a consistent customer experience. Score Agent Call on configured parameters and filter call details with a quick color-coded bifurcation of scored/unscored call. Fetch call center quality monitoring scorecard in the form of reports and keep track of agent performance.
Maintain Call Recording Logs to achieve Compliance
Have records of call history in Voicelogger for a period of 6 months or archive them for several years. Comply with your industry regulations and archive your call records to follow the norms. Swiftly search through your voice records with quick filters to crunch your voice logs to your requirements. Allows supervisor and agents to listen to call recordings for call quality monitoring with an inbuilt single click player. Configure a privilege based access to call recordings and ensure customer data privacy.
Instill Competition with Call Center Wallboards
Get hold of the key metrics in real-time with tailor-made projections of the stats that you want to measure. Wallboard does a two-fold task of inspiring agents to perform better and helps supervisors with effective monitoring. Choose from a wide range of historical and real-time stats to boost your agent morale thus enhancing agent productivity.
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Frequently Asked Questions
Call center quality monitoring is the call center quality monitoring system followed in the contact centers to ensure that the call quality benchmarks are being met by agents resulting in reduced average handling time, improved CSAT score, and conversion rate.
Ameyo’s call quality monitoring tools empower quality analysts and operations managers with real-time call monitoring tools like snoop, barge, whisper. Along with this, the call scoring feature helps ensure that the predefined call quality benchmarks are being met and helps in agent incentivization.
Call quality monitoring helps improve call quality parameters like average handling time, CSAT score, conversion rate, and FCR rate.
Ameyo gives the flexibility to define call quality parameters that can be later used while scoring the calls. The operation managers can define parameters and scoring standards based on their requirements.